Operations Manager

SA Commercial (Pty) Ltd • Other • Cape Town, South Africa • 13h ago

Key Responsibilities:

Operational Leadership: Lead, mentor, and support the Contact Centre team, fostering a high-performance culture that aligns with company goals and client expectations.
Performance Management: Monitor key performance indicators (KPIs) daily and analyze metrics to ensure optimal team performance and achievement of client SLAs.
Client Relations: Maintain strong client relationships by ensuring service excellence, actively addressing issues, and providing regular reporting on performance.
Strategic Planning: Collaborate with senior leadership to develop and implement strategies that drive efficiency, productivity, and continuous improvement.
Resource Management: Oversee staffing, scheduling, and resource allocation to ensure balanced workloads and efficient operations.
Process Improvement: Identify areas for operational improvement and lead initiatives to enhance efficiency, streamline processes, and improve customer satisfaction.
Reporting & Analysis: Prepare and present comprehensive reports on operational performance, workforce management, and other key metrics.
Compliance & Standards: Ensure adherence to all company policies, industry standards, and regulatory requirements, including ISO and other quality frameworks.
Team Development: Drive employee engagement and support professional growth through ongoing coaching, training, and development opportunities.

Requirements:

Experience: Minimum of 4-6 years of experience in an operations management role within a BPO or contact centre environment.
Leadership Skills: Demonstrated success in managing and motivating teams, with a strong focus on performance and continuous improvement.
Client-Focused: Excellent client management skills with a track record of meeting and exceeding SLAs and client expectations.
Analytical Abilities: Strong analytical skills with experience in interpreting performance metrics and data-driven decision-making.
Technical Proficiency: Proficient in Microsoft Office (Excel, Word, PowerPoint) and familiarity with dialer systems and CRM platforms.
Compliance Knowledge: Familiar with industry standards and compliance requirements, including ISO and other quality frameworks.
Comfortable working night shift.

Preferred Qualifications:

Education: Bachelors degree in business management, Operations, or related field.

What We Offer:

A dynamic, fast-paced work environment in a growing company.
Opportunities for professional growth and development.
Competitive salary and benefits package.
An inclusive workplace that values diversity and encourages innovative thinking.

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